“Decoding Virtual Chats: NLP Insights Into Academic Library Services.”

This research applies a machine learning (ML) tool to the complete set of transcripts from a research university’s chat reference service (2017–2022) to examine evolving trends and patron needs in the library reference service. The study has two key objectives: 1) demonstrating ML’s effectiveness in the academic library setting, and 2) assessing the impact of COVID-19 on chat reference needs. A text classification model, trained on 1.5 % of the sample, achieves a 75 % accuracy match with human annotations

https://doi.org/10.1016/j.lisr.2025.101344

| Artificial Intelligence |
| Research Data Curation and Management Works |
| Digital Curation and Digital Preservation Works |
| Open Access Works |
| Digital Scholarship |